What the Connector Does Today
Velaro's server talks to NetSuite over its REST API. Your credentials stay on Velaro's servers, encrypted, and are never sent to the chat widget or the browser. Four things work today:
Customer Lookup
Find the customer record from the email or phone number on the conversation, so the agent has context before the first reply.
Create Records
Create leads, customers, support cases, and return authorizations from the chat window or from a workflow.
Notes
Add a Note to the customer record for each conversation, so the history stays in NetSuite.
Push Transcripts
Send the transcript to the matched customer record every time a conversation resolves, whether an agent, a workflow, or the phone bot closed it.
Velaro works with 20 NetSuite record types, including Customer, Contact, Lead, Opportunity, Estimate, Sales Order, Invoice, Support Case, Return Authorization, and Item. Subsidiary needs a OneWorld account.
Zoom Click-to-Dial
Agents who work in Zoom Phone can start a call from the conversation with click-to-dial. The call activity is recorded in Velaro alongside the chat, so a customer's phone and chat history sit in one place.
Contact Creation: Lead or Customer
Some teams qualify every new inquiry as a Lead first. Others want new contacts straight in the Customers list. You choose per NetSuite connection, and a workflow can override the default when a specific form should always create one or the other.
Transcript History Without Overwriting
Transcript push has two modes. Field mode writes the latest transcript to a custom field on the customer, which is simple but keeps only the most recent one. Note mode posts each conversation as its own Note through a RESTlet you deploy in NetSuite, so the full history stays on the record. NetSuite's REST API does not create Notes on its own, which is why the RESTlet is needed.
Why Not Middleware
Many chat tools reach NetSuite through Zapier, Make, or Power Automate. That works for simple automations, but your NetSuite tokens then live with a third party, and a change to one flow node can stop the whole chain. Velaro's connector calls NetSuite directly from Velaro's servers, so there is one connection to manage.
How to Connect
Set up OAuth 2.0 in NetSuite
Enable REST Web Services and OAuth 2.0, then create an integration record for Velaro. NetSuite shows the Client ID and Client Secret once, so copy both.
Connect in Velaro
Go to Integrations › NetSuite, enter your Account ID, Client ID, and Client Secret, and approve access in NetSuite. Velaro refreshes the access token for you.
Map your fields
Pick the record types to use, the fields to search on, and the fields to fill when creating a record. Map email or customer ID for searching so agents do not create duplicates.
Setup details are in the help center.
Already a NetSuite user? See how the integration is secured.
Security Architecture →Frequently Asked Questions
How does Velaro connect to NetSuite?
Through NetSuite's REST API using OAuth 2.0. New connections should use OAuth 2.0. Existing token-based connections keep working.
Does Velaro store my NetSuite credentials?
Yes, encrypted on Velaro's servers. They are used only to call NetSuite and are never sent to the chat widget, the browser, or a third-party service.
What can agents do with NetSuite from Velaro?
Look up customers, create records such as leads, cases, and return authorizations, add notes, and push conversation transcripts to the customer record.
Does it work with Zoom?
Agents can click-to-dial through Zoom Phone from the conversation.
Which NetSuite record types are supported?
Twenty, including Customer, Contact, Lead, Opportunity, Estimate, Sales Order, Invoice, Support Case, Return Authorization, and Item. Subsidiary requires OneWorld.